Bad Service

Can i have the complaints department number? I placed an order on the 15th of January, called your customer service line and i was told that the parcel has been couriered, today i made a call again and i waa informed that it was delivered at a wrong address and accepted by someone i don't know, and i have never authorised soemeone to accept the delivery on my behalf and i have never received a call to verify if i know the address or for the courier company to confirm my address, i have been told that i need to go to the police station to make an affidavit ro say i never received the order and never authorised someone to collect on, i feel it's unfair and unprofessional for me to fo through such lengths to get a refund for something that's not my fault